Baby Boomer in the Digital Era: The Lived Experiences of Senior Citizens in Digital Banking Adoption

Abstract

This study looked at how Baby Boomer senior citizens experience digital banking, focusing on what they think, the challenges they face, and how they cope. The research used the Technology Acceptance Model and Socioemotional Selectivity Theory to understand how usefulness, ease of use, emotions, and motivation affect their use of digital financial services. Researchers interviewed ten senior citizen clients from the Philippine National Bank Paseo de Santa Rosa Branch in Laguna who had used digital banking. The analysis showed that participants saw digital banking as convenient and time-saving, but at first, they felt fear, hesitation, and anxiety because they were not familiar with technology and worried about security and fraud. They often struggled to remember passwords, use the apps, and deal with problems like poor internet. Many relied on younger family members for help, making family support an important part of adopting digital banking. Even with these challenges, senior citizens found ways to adapt. They practiced using digital banking, stuck to basic transactions, and often used both digital and traditional banking together. Wanting to be independent and avoid physical strain encouraged them to keep using digital banking. Still, worries about trust and risk affected how much they used these services. The study found that older adults’ use of digital banking depends on technology, emotions, and social support. To help more seniors use digital banking, banks and policymakers should make services easier to use, clearly explain security, and offer training that fits seniors’ needs. These steps will help older adults use digital banking with more confidence and independence.